instant ink - missing rollover pages

[Canuck18]

Missing roll over pages...balance shows "0".  Called and spoke to Tech Support a few weeks ago; problem has not been resolved.

1. Started Instant Ink program on March 18, 2018
2. March 18 to April 17......14 pages printed.  Roll over should be 1 page......balance shows '0".
3. April 18 to May 17.........10 pages printed.   Roll over should be 5 pages....balance shows "0".
4. May 18 to June 17.........10 pages printed.   Roll over should be 5 pages....balance shows "0".

Based on these account totals, I should have 11 roll over pages, however, my account only shows "0".   I don't want to lose these roll over pages. 

Please advise on best way to rectify this issue.

Thanks,  Jacob

[Bob_Headrick · Accepted solution]

The rollover pages do not apply to the 15 page per month free plan. The 15 page plan does not allow rollover.

For the 50, 100 or 300 page per month one month's of unused pages can be rolled over.

[Canuck18]

Hi Bob,

Thanks for your prompt reply.  I wasn't aware that the free program had no roll over pages.  Probably misread something at sign up.

Jacob

[Bob_Headrick]

I was out of the office the last couple days posting with my phone, it is difficult there to post links.

The terms and conditions (US version here) has a special section for the fifteen page plan.  Rather than section 8 where rollover pages are discussed there is a section 16 that has details specific to the fifteen page plan.  The highlighting in the following is mine, emphasising things that are different (but not widely known) about the fifteen page plan:

1. FIFTEEN (15)-FREE-PAGES-PER-MONTH PROGRAM. The Fifteen (15)-Free-Pages-Per-Month Program (the “15-Free Program”) is a plan that offers participants (“Participants”) the opportunity to print fifteen (15) pages per month free of charge (“Free Pages”) through the Instant Ink service. Participants that wish to participate in the 15-Free Program must agree to the terms of this Agreement. HP reserves the right to change, modify, or terminate the 15-Free Program at any time, and to disqualify any Participant from participation. HP is not responsible for errors, omissions, malfunctions, interruptions, deletions, delays or failures of operations associated with the 15-Free Program. The 15-Free Program is subject to the following parameters:
   1. Rollover Pages. If, during any Month Period, a Participant does not print all of the Free Pages, then the unused Free Pages for that Month Period will not rollover and will not be available for use in subsequent Month Periods.
   2. Charges for additional pages. Unless otherwise specified, if a Participant prints more than the number of Free Pages in any Month Period, then HP will charge Participant overage fees in the amount of $1.00 (“Excess Fees”) for each additional block of ten (10) pages (“Overage Pages”). HP may, but is not obligated to, send a communication to Participant when Participant is approaching the end of the Free Pages during a Month Period and is about to incur Excess Fees. Even if Participant doesn’t receive any such communication or notice from HP, Participant will be liable for all Excess Fees incurred.
   3. Availability. The 15-Free Program is available only on select printer models (“Eligible Printers”). A current list of Eligible Printers is available at http://www.hpinstantink.com/. The 15-Free Program may not be available in all countries. A current list of countries where the 15-Free Program is available may be found at http://www.hpinstantink.com/.
   4. Multiple Printers. Participants may enroll more than one Eligible Printer per household in the 15-Free Program. An enrolled Eligible Printer shall be referred to herein as an “Enrolled Printer.”
   5. No Downgrades. If a Participant upgrades an Enrolled Printer from the 15-Free Program to a paid Service Plan (an “Upgraded Printer”), the Participant may not subsequently downgrade the Upgraded Printer in order to return to the 15-Free Program. Additionally, a Participant may not downgrade a printer from a paid Service Plan to the 15-Free Program.
   6. No Re-Enrollments. If a Participant enrolls an Eligible Printer in the 15-Free Program and then subsequently cancels or otherwise terminates the enrollment for such Eligible Printer, that Eligible Printer may not be re-enrolled in the 15-Free Program again.
   7. Welcome Kits. Participants in the 15-Free Program may not receive a welcome kit immediately. Welcome kits will be mailed at a later date, based on the Participant’s level of usage.
   8. No Combinations or Banking. The 15-Free Program may not be combined with other promotions or offers provided by HP. A Participant may not bank offers from promotion codes for future use with the 15-Free Program.
   9. Termination. HP reserves the right to suspend, terminate, or discontinue the 15-Free Program in its entirety at any time with sixty (60) days’ notice.
   10. Other Provisions. By participating in the 15-Free Program, Participant agrees to:
       1. Receive email marketing communications from HP, including personalized offers from HP, HP partners or other third parties that may be based on actual usage data.
       2. Have advertisements, offers, and promotions by HP, HP partners and third parties (“Ads”) printed through the Enrolled Printer at the rate of one (1) Ad for every five (5) printed pages. Such printed Ads will be in addition to, and will not count toward or be subtracted from, the fifteen (15) free pages available to Participant through an Enrolled Printer under the 15-Free Program; and Participants will not be charged for any printed pages with Ads.